Client Charter

Our aim is to provide you with excellent client service which helps you achieve your aims. Our charter explains what you can expect from us and what we need from you to ensure your matter runs smoothly.

What you can expect from us:

When you contact us to discuss your matter, we will clearly explain the steps in the legal process and what you can expect from your solicitor

We will tell you who will be dealing with your legal work and how to contact

We will tell you what the likely costs will be and update you if the costs need

In a residential conveyancing matter, we will work in line with the quality standards for the Law Society’s Conveyancing Quality Scheme

We will:

Treat you fairly

Be polite, approachable and professional

Use language you will understand

Respond promptly to your enquiries

Tell you about any problems as soon as we are aware of them

Ask for your feedback on our service

Deal quickly with your concerns if things go wrong and give you a copy of our complaints procedure if you ask for it

We need you to:

Tell us what your aims and objectives are and any deadline dates

Provide information we ask for quickly

Let us know immediately if anything changes

Work cooperatively with us to set and achieve realistic timescales

Appreciate that we have to follow a strict professional code of conduct

Appreciate if we also act for your lender that we also have obligations to your lender

Rachel, it was a pleasure to deal with you through the transaction. We greatly appreciated the way you kept us up to date throughout and also how you responded notably quickly whever we had questions or needed assistance. Of course we will ask Bonnetts first when we have more business in England.